Lead Network Support Analyst

City Colleges of Chicago’s vision is to be recognized as the city’s most accessible higher education engine of socioeconomic mobility and racial equity – empowering all Chicagoans to take part in building a stronger and more just city.  The community college system’s more than 3,500 faculty and staff serve more than 60,000 students annually at seven colleges and five satellite sites.

PRIMARY OBJECTIVE

Reporting to an assigned administrator, the Lead Network Support Analyst is responsible for managing, maintaining, and troubleshooting CCC’s extensive Cisco wired and wireless network infrastructure. This role ensures the network’s optimal performance, security, and reliability. The Lead Network Support Analyst works closely with cross-functional teams to provide technical support, implement network solutions, and drive continuous improvements in CCC’s network systems. Performs other duties as assigned.

ESSENTIAL DUTIES

·       Manages, monitors, and troubleshoots network devices, including routers, switches, and wireless systems, ensuring consistent optimal performance.

·       Provides technical support and guidance to internal teams and users, promptly resolving network-related issues.

·       Leads the configuration, installation, and upgrades of network components, minimizing disruption to business operations.

·       Collaborates with OIT teams to design and implement network solutions tailored to the organization’s needs for performance, scalability, and security.

·       Proactively monitors network traffic, identifying potential problems, and performs root cause analysis to prevent downtime and performance degradation.  

·       Maintains the security of the network infrastructure by implementing and upholding security protocols, firewalls, and access control measures.

·       Creates and maintains thorough network documentation, including configuration records, troubleshooting procedures, and network diagrams.

·       Leads network-related projects, ensuring they are completed on time and within budget in alignment with organizational goals.

·       Offers expert advice, product evaluations, and recommendations to management, network support staff, and customers. Delivers training on computer network systems, equipment, and software as needed.

·       Stays current with emerging network technologies, industry trends, and best practices, evaluating their potential impact on CCC’s network infrastructure.

·       Adheres to CCC Customer Service Excellence standards.

·       Performs other duties as assigned.

REPORTING RELATIONSHIPS

Reports To                        Assigned Administrator

Direct Supervision          None

QUALIFICATIONS

·       Associate degree in Computer Science, Information Technology, or a related field. Bachelor’s degree preferred. 

·       Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP), CompTIA Network+, Certified Information Systems Security Professional (CISSP) or other relevant network certification preferred.

·       Minimum of five years of hands-on experience in network support is required, preferably with experience in a network project or team lead capacity.

·       Advanced knowledge of networking hardware, including routers, switches, and wireless technologies

·       Experience with network monitoring and diagnostic tools, such as Wireshark, SolarWinds, PRTG, etc.

·       Strong understanding of network protocols, technologies, and troubleshooting techniques.

·       Strong understanding of network security practices, including VPNs, firewalls, and intrusion detection/prevention systems.

·       In-depth knowledge of IP addressing, routing protocols (e.g., OSPF, BGP) and network design principles

·       Experience with cloud networking and hybrid environments (such as AWS, Azure, etc) is a plus

·       Excellent problem-solving skills for diagnosing and resolving complex network issues

·       Familiarity with change management processes

·       Ability to think critically with a strong focus on detail.

·       Strong verbal and written communication skills, with the ability to communicate technical information to varied audiences. 

·       Excellent interpersonal skills, with the ability to work effectively with teams and end-users

·       Strong organizational skills, with the ability to work independently and manage multiple priorities in a fast-paced environment

·       Proficient in documenting network configurations/diagrams and procedures clearly and accurately

·       Highly self-driven, with the ability to prioritize tasks and meet deadlines efficiently. A strong team player for collaborative projects across the organization.

·       Must be able to work some varied hours including late afternoons, nights, weekends or holidays during scheduled maintenance windows or emergencies and be accessible by provided cell phone 24/7 for technical emergency calls.

·       Proficient in Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, Teams)

Offered salary will be determined by the respective collective bargaining agreement and applicant's education, experience, knowledge, skills and abilities.

Benefits information is found at https://www.ccc.edu/departments/Benefits/

WE OFFER: Excellent health and welfare benefit package and long-term savings and investment programs including 403(b) & 457(b) Investment Plans and a pension plan with the State University Retirement System (SURS) Plan. Generous vacation, holiday, personal and sick days, and tuition reimbursement. For a more detailed overview of benefits, please visit the benefits page of our website.

We are an equal opportunity and affirmative action employer. Chicago residency is required for all full-time employees within 6 months of hire. Thank you for your interest in CCC!